Back Office Senior Supervisor

The Senior Back Office Supervisor will oversee and assist back office employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.  The Senior Back Office Supervisor will monitor performance standards and give feedback when necessary, to meet operational goals. 

Requirements

• Manages a team of assigned back office associates and ensures they comply with client requirements through documented procedures, work instructions, and business rules. 

• Monitors work guidance and performance measures to meet Back office Service Level Agreements for the assigned project. 

• Monitors the quality of service provided through quality control reporting and client feedback. 

• Conducts performance evaluations that are timely and constructive. 

• Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals. 

• Ensures that associates are informed about changes to company products and services. 

• Collects data and prepares reports on customer complaints and inquiries. 

• Identifies opportunities to update or improve back office procedures and makes recommendations to the Back Office Manager or other appropriate staff. 

• Provides training, coaching, and employee work allocation for the assigned project. 

• Assists and advises employees in the assigned project in resolving problems and issues that arise with internal and external customers. 

• Communicates with the client to address any day-to-day operational concerns or issues of moderate scope for the assigned project as needed.  

• Regularly reports project operational status and any operational concerns or issues to Management. 

• Implements and enforces DATAMARK, Inc. and client policies and performance standards.